SYKES Reviews

Updated 13 October 2014
Updated 13 October 2014
352 Reviews
2.2
352 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
SYKES President, CEO, and Director Chuck Sykes
Chuck Sykes
188 Ratings

Review Highlights

Pros
  • Sykes work from home cares for it's Employee's a great deal in many ways (in 27 reviews)

  • This company creates a work environment where you want to do your best and then some for the team and the company (in 13 reviews)


Cons
  • It's a fairly typical call center: a lot of people have bad attitudes and the supervisors are masochistic (in 12 reviews)

  • Hard to communicate with team leads, and have poor management (in 10 reviews)

More Highlights

68 Employee Reviews Back to all reviews

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  1. 2 people found this helpful  

    No Future without Change

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Edinburgh, Scotland
    Former Employee - Anonymous Employee in Edinburgh, Scotland

    I worked at SYKES full-time

    Pros

    The People who go above and beyond the call of duty eating into weekends and overtime during the week but who's worth is not recognized.

    Cons

    Management in big offices who do not listen to staff. HR management are not at all employee focused. Site management do not care about client's needs as long as financials attained.

    Advice to ManagementAdvice

    HQ need to take immediate action to change the management style and culture to ensure retention of quality personnel.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  2. 1 person found this helpful  

    Good workplace to spend a few years and then move on with the experience you gain from it.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Trainer in Edinburgh, Scotland
    Current Employee - Trainer in Edinburgh, Scotland

    I have been working at SYKES full-time (more than 3 years)

    Pros

    Multicultural environment, opportunity to speak different languages, regular shifts. Career opportunities if you want to progress and good relationship between employees. Good workplace if you do not have many career ambitions and you are happy to have a steady job.

    Cons

    The company does not seem to care enough for the employees, the turnover is high and salaries are one of the lowest compared to competitors. The workload increases exponentially and there is very little praise and reward to the employees for the work done. It is difficult to find help and support when is needed on both personal and professional sides.

    Advice to ManagementAdvice

    Instead of not being available to support the employees when they need solutions or advice, try to listen and remember that you are dealing with human beings and not a source of income for the company. Value your hard working employees rather than focusing on finding way to have them do any responsibility job because "it is a great opportunity for you" but "unfortunately we are unable to pay you extra for it"
    The standards are getting worse, recently very unsuitable candidate were hired or offered a job because there was no other options and money had to come in.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3. 1 person found this helpful  

    Slightly disappointing

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Edinburgh, Scotland
    Current Employee - Customer Service Representative in Edinburgh, Scotland

    I have been working at SYKES full-time (less than an year)

    Pros

    Flexibility in shifts, opportunities for overtime, Friday donuts, room for employee input sometimes.

    Cons

    Very low pay compared to other companies, vouchers hard to earn for new hires and everybody who values being a team player over obsessing about stats. The other projects seemed to be okay, but the citibank account is horrible to work in. No internet, higher expectations, bigger work load, more restrictions and not a penny extra in return.You would be better off going for the other projects for the same pay. To paint the picture: in this time of unemployment they are unable to find and keep staff.

    Advice to ManagementAdvice

    There's more to being a good employee than stats, and brown nosing is not in the job description. Value actual hard workers, not the ones making noise about how much they supposedly do. Appreciate your employees, it's not that difficult.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5.  

    Disclosed Malvern AR

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Disclosed in Malvern, AR (US)
    Former Employee - Disclosed in Malvern, AR (US)

    I worked at SYKES full-time (more than 3 years)

    Pros

    Most the people are like family. Pay isn't horrible for the area. Always clean.
    Great incentive program for money
    Involved in community
    There were more before last 8 months but these have changed.

    Cons

    Tons of payroll issues. Working there many years I have had over 10 payroll issues and few that were never corrected no matter how long I tried or who I talked too.
    They promote to many unexperienced manager from Team leads even to most recent promoted account managers they ignore so many simple problems from dress code to bad conversations from both agents and team managers. The new director promotes from phone contacts instead of talent for all promotions. There is alot of criticism with little recognition. Most the good managers have left due to the recent changes. Many of former employee's feel the same with this place. The HR staff cannot seem to help people with problems but instead gossip about them. They tell you to pre plan needed time off over 3 weeks then say this or that on why it won't happen. I like many others have left the company due to the incompetence of the management staff running this place straight into the ground. Listen to your employees they have many complaints however your "leaders" do not listen. Although many have heard about Blooms 3 million dollar embezzlement he was a leader and helped others not treat then like they don't matter or take part in conversations distracting in others. I would have stayed with this company for life however they have changes that must be made and it starts at the top. I could go on about many things with the "support" however it wouldn't matter. Sykes malvern has become the new Accent hot springs. To all thinking of joining exploring other options never hurts In my opinion. P. S NOT WILLING TO RECOMEND

    Advice to ManagementAdvice

    Train your management at all levels or hire others. If you don't do either you will continue losing quality employees and to the new director don't promote new TM and AM that can't do the job at most all my peers will tell u they miss work because they hate their boss and criticism from you and Tm. All your talented management has left since July.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6.  

    I like the actual job, but not the working environment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Sales and Service Agent in Eugene, OR (US)
    Former Employee - Customer Sales and Service Agent in Eugene, OR (US)

    I worked at SYKES full-time (less than an year)

    Pros

    The training was great and the trainer (who has since been 'let go') was knowledgeable, good at his job, and funny. I enjoyed working with the customers and the products.

    Cons

    The systems went down frequently and I never felt like we had the support from floor support and team leaders. We were told sales were not a priority but once on the floor, sales was the primary (and seemed only) priority - too much pressure.

    Advice to ManagementAdvice

    Be honest about the sales aspect of the position; floor support should make sure the agent feels comfortable that a resolution was found before moving on; get better tech support to make sure the systems don't continually go down.

    Doesn't Recommend
  7.  

    Liked my job very much......Customer Service is No.1 to me!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Westpac Banker in Maitland, New South Wales (Australia)
    Former Employee - Westpac Banker in Maitland, New South Wales (Australia)

    I worked at SYKES part-time (less than an year)

    Pros

    Great for somebody who is young & related or a friend, looking for a job.
    Great for a job until you find the right job!

    Cons

    Management/Team Leaders & SME (Subject Matter Experts, that is) are 95% under 25yrs. Lacking people skills within adaptability, maturity within leadership skills especially. Poor training. NOT flexible at all. Blame Westpac for restrictions & never take it front on.
    NOT

    Advice to ManagementAdvice

    Read all feedback & take it on board.
    Employees depend on trusting the BRAND they work for.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  8. 2 people found this helpful  

    Not bad if you can meet metrics and deal with Stress, but outsourcing cost me my job

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - TSR in Pikeville, KY (US)
    Former Employee - TSR in Pikeville, KY (US)

    I worked at SYKES full-time (more than 3 years)

    Pros

    Decent Team Environment if you work FOR Sykes in their centers for the most part. Work at Home, I am not sure but based on what I have heard its completely different. You get to handle and fix issues for customers that can be satisfying in itself depending on the attitude of the customer.

    Cons

    Bad Calls or Customer contact can deter workers from wanting to do a good job. Meeting Metrics is more important than the Quality / Solution to the problem. Techs who meet Metrics regardless of whether or not the Customer is satisfied or problem resolved get rewarded, whereas the REAL Techs that fix the problems, that do not meet Metrics get penalized. This is NOT a good system to use. Whoever came up with this system needs to be tar and feathered. Pay is not that good in regards to the stress levels and overall work experience.

    Advice to ManagementAdvice

    Advice to Company: Reward your Techs for 'fixing" the problems and providing a good customer service to the community. Metrics do not mean as much as you think and Customers care more about solutions than getting rushed off the phone. Last but not least, stop the outsourcing. You are sacrificing quality for quantity (US Citizens do not like to talk to non-English (coherent) speaking people for the most part. Your contributing to the decline of the economy in the USA. Stop being greedy and start helping your country / fellow Americans rather than hurting them.

    My advice to Management: Treat your Team Members with respect in ALL situations. Work with them not against them and you will have better results. Difficult problems take time and consideration to fix. Stop penalizing your techs for trying to fix problems. Customers stay longer and spend more money with companies they feel are "trying" to help them. Pay your people more and they will do a better job and feel better about their self and the company they work for.

    Doesn't Recommend
    No opinion of CEO
  9. 1 person found this helpful  

    If you have no life

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at SYKES

    Pros

    The benifits are a great price

    Cons

    They do not ask and do not care about your schedule. Ex. Childcare or continuing your education

    You are only allowed 4 days off every six months and if you want more days it is up to multiple people and if you meet their goals to get days off.

    They want you to provide great customer care, but wheb your issues need resolved they tell you to call a number no one answers.

    Advice to ManagementAdvice

    Ask people their availability before hiring.

  10.  

    Forget about Sykes. There are plenty of better companies to work for in Budapest.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous in Budapest (Hungary)
    Former Employee - Anonymous in Budapest (Hungary)

    I worked at SYKES full-time (less than an year)

    Pros

    -Regular working schedule on normal hours.

    Cons

    - Very few possibilities to actually do your job in helping the customers due to the very restrictive company policy, which at the same time lacks transparency, leading to employees being able to provide nothing more than lip-service to the clients.
    - Lack of true leadership who dare to defend those workers who are in a vulnerable position, in case of an uneven conflict, harassment or bullying.
    - No chances for advancement.
    - Wages are a laugh in relation to the stress level one has to put up with (two people doing the job of five).
    - No recognition of and use for ones talents, nor any appreciation for the efforts one puts in, unless one belongs to the manager's board's favourites.
    - Favouritism.

    Advice to ManagementAdvice

    - Built a service structure in which we actually can do our job helping the customers.
    -See the qualities and appreciate the efforts of EVERY employee EQUALLY, and not just of those you "like" for superficial reasons of status, appearance or "sociability".
    -Pay the employees at the lowest stratum of the hierarchy more wage, when they need to do almost double work due to teams being understaffed.
    -Take action when employees get bullied or harrassed by their direct superiors.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11.  

    Started well, going down hill

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Peterborough, ON (Canada)
    Current Employee - Customer Service Representative in Peterborough, ON (Canada)

    I have been working at SYKES full-time (more than 3 years)

    Pros

    The health Benefits with Blue Cross, most of your co-workers are awesome but thats all that can really be said.

    Cons

    When I started you made more then minimum wage and got raises, now the wages have frozen and your making the minimum which isn't enough to live off. If you can get customers to purchase new services you can get a bonus... but don't expect it to be paid out to you for over 6 months. Good luck getting the extra dollar for your schedule adherence because there will always be something that throws it off.

    Your scheduled hours will fluctuate even if your shift claims to be fixed hours and they are unwilling to work with your needs if you have no vehicle causing some employees to walk home at midnight on an hour + walk no matter if you have health concerns, are male or female (even if pregnant). Do NOT expect to have any help.

    They don't care that it's a non-scent environment, if you are allergic you better be prepared to loose hours that they will not reimburse you for and will count against you and not do anything against those that violate the scent policy even if it forces co-workers to go to the hospital.

    They require you to do over 20 things on one call which most customers have absolutely no interest in allowing you to do and you can be penalized even if you do everything right because the customer didn't like how you did it.

    Endless company jargon with no importance that they require you to spout back t them at every meeting.

    Oh and the blue cross benefits are not helpful in most cases as most places require you to pay for the services first as the health care professionals (glasses, etc) do not take the benefits upfront.

    Advice to ManagementAdvice

    Give back the raises, be more flexible with employees schedules and pay more then minimum wage if your going to stress your reps out.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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